Aston Martin DBX 2021 Benefits User Manual

Aston Martin DBX 2021 Benefits User Manual

Benefits

The service provider, appointed by Aston Martin to provide the Aston Martin Emergency Assistance services (the ‘Service Provider’) will provide the following benefits dependent on requirements to entitled Vehicles in both the home Country and Europe as defined.

Roadside Assistance
The Service Provider’s Agent vehicle should promptly arrive with you after your call has been placed. You may also book an appointment for a convenient time. Aston Martin Emergency Assistance shall provide you with updates on its estimated time of arrival via your preferred communication method. If following a Breakdown Incident in an area of coverage, your journey cannot be completed, and where the Vehicle cannot be repaired at the roadside, Aston Martin Emergency Assistance shall organize recovery of the Vehicle, including any luggage contained in the Vehicle at the time. Your Vehicle and luggage shall be transported to the nearest Aston Martin Dealer, without distance or financial limitation. If the Vehicle cannot be repaired at the roadside or at your home address within a reasonable time period (45 minutes), the Service Provider will take you, the Vehicle and your passengers to the nearest Aston Martin Dealer. In the event that you (or your passengers) need to keep an important appointment, you will be taken there before the disabled Vehicle is transported to its required destination. Should the Breakdown Incident occur outside of workshop hours, Aston Martin Emergency Assistance shall arrange for secure storage of the Vehicle until the next working day. The Vehicle shall arrive at the Dealer by midday on the next day. If the nearest Dealer, to where the eligible Vehicle has been towed, is able to carry out the repairs at its premises, then the Vehicle will be repaired there. Once the Vehicle is at a Dealership for repair, Aston Martin Emergency Assistance will keep in contact with the Dealer to follow the progress of the repair, and if necessary, arrange any extension of a replacement vehicle with Aston Martin Customer Service.

Home Start
Aston Martin Emergency Assistance will provide all the benefits of Roadside Assistance at the Vehicle’s registered address. Recovery
If Aston Martin Emergency Assistance cannot repair your Vehicle at the roadside, the Service Provider will arrange recovery of you and your Vehicle to the nearest Aston Martin Dealer. If your Vehicle has been involved in an accident or has gone off the road and needs to be salvaged before towing, Aston Martin Emergency Assistance will charge you for services on a ‘Pay for Use’ basis and you may be able to claim these back from your insurance company. You will be covered for costs of recovery and towing (including any handling fee) but you may be charged for any costs incurred if the Vehicle is, for example, disabled by floods or snow-affected roads, is embedded in sand or mud, or is not easily accessible.
If your Vehicle cannot be repaired and or recovery is initiated to an Aston Martin Dealer, the Service Provider will provide alternative travel options for you. You will be entitled to receive one of the following additional services:

• An alternative replacement vehicle for up to two working days in your Country, or 14 days if the Breakdown Incident occurs outside your Country (a collection and delivery service, or equivalent, is available from chosen suppliers subject to availability and supplier’s terms and conditions);
• Onward transportation;
• Overnight accommodation.
• Should the Breakdown Incident occur outside of workshop hours, Aston Martin Emergency Assistance shall arrange for secure storage of the Vehicle until the next working day. The Vehicle shall arrive at the Dealer by midday on the next day.
  If the nearest Dealer, to where the eligible Vehicle has been towed, is able to carry out the repairs at its premises, then the Vehicle will be repaired there.
• Once the Vehicle is at a Dealership for repair, Aston Martin Emergency Assistance will keep in contact with the Dealer to follow the progress of the repair, and if necessary, arrange any extension of a replacement vehicle with Aston Martin Customer Service.

Home Start
Aston Martin Emergency Assistance will provide all the benefits of Roadside Assistance at the Vehicle’s registered address. Recovery
If Aston Martin Emergency Assistance cannot repair your Vehicle at the roadside, the Service Provider will arrange recovery of you and your Vehicle to the nearest Aston Martin Dealer. If your Vehicle has been involved in an accident or has gone off the road and needs to be salvaged before towing, Aston Martin Emergency Assistance will charge you for services on a ‘Pay for Use’ basis and you may be able to claim these back from your insurance company. You will be covered for costs of recovery and towing (including any handling fee) but you may be charged for any costs incurred if the Vehicle is, for example, disabled by floods or snow-affected roads, is embedded in sand or mud, or is not easily accessible.
If your Vehicle cannot be repaired and / or recovery is initiated to an Aston Martin Dealer, the Service Provider will provide alternative travel options for you. You will be entitled to receive one of the following additional services:

• An alternative replacement vehicle for up to two working days in your Country, or 14 days if the Breakdown Incident occurs outside your Country (a collection and delivery service, or equivalent, is available from chosen suppliers subject to availability and supplier’s terms and conditions);
• Onward transportation;
• Overnight accommodation.

Vehicle Collection Following Repair
Following repairs organized by Aston Martin Emergency Assistance, the cost of a first class rail ticket or (if rail transport would normally exceed six hours) a business class air ticket will be met to permit you or a person you designate to collect the repaired Vehicle. Alternatively, arrangements can be made for your Vehicle to be returned to your home or business address, whichever is the nearest to the repairing Dealer. Alternative addresses closer to the repairing Dealer may also be considered.

Alternative Travel Arrangements

If the Service Provider estimates that the repairs to your Vehicle will take more than eight hours, the Aston Martin Emergency Assistance will cover your reasonable costs for alternative necessary travel, including for members of your party. Reasonable additional expenses shall be covered for one or a combination of the following:

• Alternative replacement vehicle costs to a maximum of two working days in your Country and up to 14 days outside your Country.
• Air fares (business class ticket).
• Rail fares (first class ticket).
• Local taxi fares.
• Any other transport equivalent to first class rail fares.

Replacement Vehicle
If following a Breakdown Incident:

• Your Vehicle is immobilized.
• Roadside repairs are unsuccessful.
• If repair of the Vehicle is not possible within the same day after towing to the Dealer.

Aston Martin Emergency Assistance will organize free of charge, an alternative replacement vehicle for you until completion of the repairs. The replacement vehicle will include fully comprehensive insurance 1, with an option to upgrade to include collision damage waiver. The loan of this alternative replacement vehicle will not exceed two working days (in your Country) or, if the Breakdown Incident occurred outside your Country, 14 days plus two working days after your return to your home country. Aston Martin Emergency Assistance aim to make sure that the alternative replacement vehicle is a suitable vehicle for you. Specially adapted replacement vehicles will not be provided. The alternative replacement vehicle will be delivered to you, where possible, but if you prefer, taxi costs for collecting the alternative replacement vehicle, will be met by Aston Martin Emergency Assistance. You will be responsible for fueling and basic maintenance of the alternative replacement vehicle, while under your care. You will also be responsible for paying any deposit required by the vehicle Hire Company. Once the repair on your Vehicle is complete, the alternative replacement vehicle will then either be returned to the vehicle Hire Company or collection will be arranged where possible, at your request. If the alternative replacement vehicle has been kept beyond the term of the permitted loan period (as noted above), you will be responsible for any additional charges incurred for the extended period. If you cannot fulfil the nominated vehicle Hire terms and conditions, or circumstances prevent you from qualifying to hire the vehicle, and alternative mobility arrangements are more appropriate, then onward travel arrangements or hotel accommodation will be provided instead. The vehicle hire agreement will be between you and the relevant supplier and will be subject to that supplier’s Terms and Conditions. These will usually require or include (amongst other things):

• Production of a full driving license valid at the time of issue of the hire vehicle.
• Limits on acceptable endorsements.
• Limitations on the availability and, or engine capacity of the replacement vehicle.
• A deposit, e.g. for fuel.
• Drivers to be aged at least 21 years depending on Country, and to have held a full driving license for at least 12 months.

Onward or Home Journey
If following a Breakdown Incident that occurs more than 80 km (50 miles) from your place of residence, your Vehicle cannot be repaired at the roadside on the same day of the Breakdown Incident, Aston Martin Emergency Assistance will cover:

• The costs of the journey from the place of the Breakdown Incident to the nearest Dealer.
• The costs of a replacement vehicle as outlined above.
• Where necessary, the costs of a first class train journey for you and your passenger(s).
• If the train journey exceeds six hours, the cost of a scheduled flight (Business Class) for you and your passenger(s).

Aston Martin Emergency Assistance will reimburse you for reasonable costs incurred relating to the above, upon receipt of a claim letter from you, detailing the circumstances of the claim, along with receipts for all transport costs claimed. All claim letters must be directed to Aston Martin Emergency Assistance at Aston Martin Customer Service, Aston Martin Lagonda Limited, Bunbury Road, Gaydon, Warwick, CV35 0DB. Only costs directly connected with the Breakdown Incident will be covered. The refund process to you shall be managed by Aston Martin Emergency Assistance.

Repaired Vehicle Re delivery
Aston Martin Emergency Assistance will attempt to contact you within 24 hours of successful repair at the Dealer in order to arrange re-delivery of the repaired Vehicle to either your home or place of work, as you request. Alternative addresses closer to the Repairing Dealer may also be considered.

Hotel
If following a Breakdown Incident that occurs more than 80 km/ 50 miles from your place of residence, and your Vehicle cannot be repaired at the roadside on the day of the Breakdown Incident, accommodation costs for you and your passenger(s) shall be covered for the duration of the repair, for up to a maximum of two nights if the Breakdown Incident occurs in your Country, or seven nights if the Breakdown Incident occurs outside your Country. You shall be responsible for any excess costs.

Repatriation of Unrepaired Vehicle from Abroad
If the Vehicle cannot be repaired by Aston Martin Emergency Assistance within an agreed time schedule (three working days), the costs for transporting the Vehicle and its contents from the Dealer to the home Country Dealer, will be covered by Aston Martin Emergency Assistance.
Aston Martin Emergency Assistance shall arrange the safe repatriation of the Vehicle at the least cost, while respecting the need to deliver the Vehicle to the home Dealer within 14 consecutive days. Aston Martin Emergency Assistance will cover the costs for parking the Vehicle, pending repatriation or import.

What To Do In An Emergency

Should assistance be required in the unlikely event of a Breakdown Incident, simply contact Aston Martin Emergency Assistance using the relevant telephone number listed below. It may be helpful to have the relevant telephone numbers entered into your mobile phone ‘phone book’.
00 800 28 86 28 86 1
+44 208 603 9875
When connected, enter the 2 digit number as prompted for your home country. Please do not make your own arrangements as Aston Martin Emergency Assistance will be not be able to reimburse you. If you are in a remote location and need assistance, the time taken to receive the assistance may be longer because of distance and local restrictions.

Vehicle Identification and Location
To minimize delay, please have the following information available:

• Your name.
• Aston Martin model.
• The Vehicle Identification Number (VIN). The last six digits from the VIN label in the corner of the windscreen.
• The location of the vehicle.
• Vehicle registration number and cooler.
• Telephone number where you can be contacted.
• Description of the concern experienced.

European Autoroute Restrictions

If assistance is required on a French Autoroute or on certain Autoroutes in other European countries, you must use the official SOS boxes at the side of the road in order to arrange initial assistance or recovery. You will be connected to the authorized Autoroute Assistance Service because these roads are privatized. Neither Aston Martin Emergency Assistance nor any other assistance organizations are allowed to assist on these roads. Once your Aston Martin has been recovered from the Autoroute, you should contact Aston Martin Emergency Assistance at the earliest opportunity to make sure that any further assistance arrangements you require can be made on your behalf. Aston Martin Emergency Assistance will advise you how to reclaim costs incurred for recovery from the Autoroute.

What is not Covered

Aston Martin Emergency Assistance is thorough and comprehensive; however, claims cannot be met as a result of any of the following:

1.  Where you, or anyone else acting on your behalf, make repair or service arrangements without authorization (and a file number) from Aston Martin Emergency Assistance.
2. Where any loss, theft, damage, death, bodily injury, cost or expense that is not directly associated with the incident that caused you to claim, unless expressly stated in this policy.
3. If the Breakdown Incident is due to fire, theft, accident or vandalism, your costs will not be covered by Aston Martin Emergency Assistance but should be met by third party insurance covering the incident.
4. Damage or injury intentionally caused by you or resulting from your participation in a criminal offence.
5. If your Vehicle is kept in an un-roadworthy condition or has not been serviced in accordance with the Manufacturer’s recommendations.
6. Any costs that would have been payable by you, such as petrol, toll charges, parking fees, cost of meals, drinks, telephone calls and/ or newspapers or any other costs not specifically stated as being covered by Aston Martin Emergency Assistance, which may be incurred by you and or the other member(s) of your party as a result of and/ or in connection with the Breakdown Incident.7. Release fees: Should your Vehicle be stolen and subsequently recovered by the police, you may be asked to pay a release fee before we can remove your Vehicle to an authorized Aston Martin Dealer.
7. Specialist charges: In the event that the use of specialist equipment is required to give assistance when your Vehicle has, for example, gone off the road, is in a ditch, is standing on soft ground, sand, shingle, stuck in water or snow or has been immobilised by the removal of its wheels, we will arrange recovery but you will be responsible for the costs of any specialist equipment required. The costs may be refundable under the terms of your motor insurance policy.
8. Adverse weather conditions: On those occasions when we experience adverse weather conditions, such as high winds, snow, floods, etc., external resources may be stretched and some operations become physically impossible until the weather improves. At such times, our priority is to make sure that you and your passengers are taken to a place of safety and so the recovery of your Vehicle may not be possible until weather conditions permit.
9. Customer-induced breakdown incidents are not covered under Aston Martin Emergency Assistance. However, Aston Martin and the Service Provider will, at their sole discretion, assist you if you request it. However, we are not obligated to provide assistance and you shall be responsible for any charges resulting from any assistance given caused by a customer-induced fault.
10. In such circumstances, a swipe card deposit may be taken by the Service Provider. Assistance in such circumstances will not include additional benefits (replacement vehicle, onward journey, hotel accommodation).

Customer-induced faults may include, for example, the following:

• Lock outs lost keys
• Broken keys
• Discharged battery
• Running out or loss of fuel
• Use of wrong fuel (no replacement at the location of breakdown, only towing)
• Tyre damage
• Road traffic accidents.
• Transportation or repair to any trailer or caravan that is towed by your vehicle. Trailers or caravans will be moved only as far as the nearest point of safety so as not to obstruct other road users.

Lockout / lost keys:
Whilst we will always try to provide assistance by the most practical method, should you be unable to gain entry to your Vehicle, modern security systems make it extremely difficult for this to be done should spare keys not be available. If a forced entry is required, you will be asked to sign a declaration stating that you have given permission for this to take place and that any costs for resultant damage will be your sole responsibility.
Aston Martin Emergency Assistance shall not be required to provide services in the following circumstances:

• In respect of eligible Vehicles situated on private property (for example garage premises) unless you can establish to the reasonable satisfaction of Aston Martin Emergency Assistance that permission has been given by the relevant owner or occupier.
• Vehicle servicing or re-assembly where this is required as a result of neglect or unsuccessful work on the Vehicle other than on the part of the Service Provider or its agents.
• The recovery of any Vehicles bearing trade plates or which Aston Martin Emergency Assistance has reason to believe have just been imported or purchased at auction.
• The transportation of immobilized Vehicles where Aston Martin Emergency Assistance considers this to be part of a commercial activity.
• Assistance for Vehicles broken down as a result of taking part in any ‘Motor Sport Event’, including, without limitation, motor racing, rallying, speed or duration tests or practice thereof, trials or time-trials, auto test (other than auto tests performed by the Client using roadworthy, road legal cars on public roads), but excluding ‘Concourse elegance’ events, track test days for road-legal Vehicles or rallies held exclusively on open public roads where participants are required to comply with the normal rules of the road (save for Aston Martin organized and controlled track day events).
• Where the police, highways agency and or other emergency service require that your Vehicle be recovered by a third party.
• Where your entitlement to Aston Martin Emergency
• Assistance lapses or if your Vehicle is no longer considered eligible for Aston Martin Roadside Assistance, the Service Provider may charge you directly for the Services provided. Any such charges will be charged on a ‘pay for use’ basis and will constitute a direct contract between you and the Service Provider. If it is determined that Aston Martin is at fault for the Vehicle not being recorded as an eligible Vehicle, then Aston Martin shall pay the relevant charges.
• Assistance for routine maintenance and running repairs of the Vehicle such as fixing faulty radios and heated rear windows.
• 13.9 For transit risk insurance, which Aston Martin
  Emergency Assistance recommends you take out where a Vehicle is to be repatriated. Where locksmiths, body-glass or tyre specialists are
• required. Aston Martin Emergency Assistance will endeavor to arrange for their assistance on your behalf, however, you will be responsible for the costs of their services. Further, if use of a locksmith or other specialist would, in Aston Martin Emergency Assistance’s opinion, mobilize the vehicle, no further service will be given for the breakdown in question.
• The transportation of any animal or pets shall be at the sole discretion of the Service Provider.

 The Service Provider may charge you directly for:

• Any replacement component, lubricant and / or fuel (the ‘Parts’) or consumable items supplied (except where Aston Martin has provided or paid for such Parts)
• Any extension of the Services which you are entitled to receive in connection with this Agreement (which shall be performed by the Service Provider (in its absolute discretion) at your request.
• The use of any specialist lifting or towing assistance needed to recover your Vehicle if your Vehicle has gone off the road, is in a ditch, sunk in soft ground, sand or shingle or when it is stuck in snow or flood water.
• Any additional charges resulting from the failure to carry legal and serviceable spare wheel(s) or tyre(s) in the Vehicle. Aston Martin Emergency Assistance will endeavor to arrange assistance from a third party on your behalf but you will be responsible for the costs of the call out and/ or for any repair.
• The cost of garage or other labor required to repair the Vehicle, other than that provided by Aston Martin Emergency Assistance at the scene of the Breakdown Incident.
• Any costs of draining or removing fuel, lubricants or other fluids as a result of the introduction of an inappropriate substance.
• Transportation of personal effects, goods, vehicles, boats or other waterborne craft on or in the Vehicle and any trailer or caravan. Aston Martin Emergency Assistance will not consider any claim for loss resulting from damage to loss of use of these items. Such items remain your responsibility at all times.

If following a Breakdown Incident, the Service Provider,  

Third-party garage agent or subcontractor makes a temporary repair to your Vehicle (for these purposes, a temporary repair shall mean temporary repairs of the Vehicle where the underlying cause of the Vehicle’s failure is not resolved), then the Service Provider, its third party garage agent or subcontractor shall recommend you to have the such temporary repair made good by a Dealer.

Schedule – Eligible Vehicles

New Vehicles – 36 Months Cover
Any Aston Martin vehicle which is sold directly by Aston Martin or a Dealer in the UK or European Territories and which is first registered in the UK or European Territories (Refer to ’Emergency Assistance’, page C.2).

Used Vehicles
(Cover may vary – consult with the selling Dealer) Those used vehicles registered in the UK or the European Territories in respect of which an Extended Warranty has been started.

In All Cases

• Maximum Gross Vehicle Weight (including any caravans or trailers being towed at the time of the Breakdown Incident): 3500 Kg
• Maximum Vehicle Length: 5.5 m
• Maximum Vehicle Width (including any caravans or trailers being towed at the time of the Breakdown Incident): 2.3 m
• Maximum Vehicle Height: 3 m

The dimensions detailed above will be calculated taking into account anything attached to the relevant eligible Vehicle at the time of the relevant Breakdown Incident and any trailer or caravan, including but not limited to towing equipment, any carriers or racks (e.g. bike or luggage), or anything else attached to the Vehicle or the carriers/racks. Vehicles must be built to the manufacturer’s specifications and, where applicable, hold a certificate of roadworthiness.

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Reference Links

View Full User Guide: Aston Martin DBX 2021 User Manual

Download Manuals: https://www.astonmartin.com/en/owners/owners-guides